Favorite CX Links
Mass Transit magazine CX article - this is a post I wrote that summarizes the growth of CX programs at over 20 transit agencies in the US and Canada.
LA Metro Customer Experience Program
Governments can deliver exceptional customer experiences—here's how - McKinsey
Reinvigorating Customer Service Culture, 2022 Leadership APTA Capstone Project
Transit Unplugged Podcast - Hosted by Paul Comfort, Transit Unplugged shares the stories, challenges, and successes of top transit professionals from around the world.
Customer Experience News
CTA introduces innovative chatbot for real-time customer interaction
Intelligent Transport
April 29, 2024
Op-ed | Thinking outside the ‘booth’ and in the subways themselves
amNY
April 14, 2024
MTA Access-A-Ride Ridership and On Time Performance Skyrocket as Wait Times Plummet
MTA
February 26, 2024
HSR wants more flexibility to offer fare discounts to riders
The Bay Observer
February 4, 2024
Legislators tried to give NJ Transit board more teeth. But it seems largely defanged
North Jersey.com
January 17, 2024
Our 2023 Customer Experience Plan is out!
The Source, LA Metro
October 26, 2023
Metro wants riders back. Those green-shirted ‘transit ambassadors’ are part of the plan
LA Times
October 21, 2023
Metro considers signage changes, numbering lines to improve experience
News4
September 12, 2023
Increased Staffing Levels and Training for Transit Ambassadors
MBTA, Boston
August 17, 2023
Coming soon: Metro’s next-generation of railcars
DC News Now
May 30, 2023
CT to Develop Unified Statewide Public Transit Information System for Mobile Devices
Connecticut By The Numbers news
May 2, 2023
Millions snap up new Germany-wide public transit ticket
Federal News Network
May 1, 2023
Op-ed | Improving New York City Transit with your help
amNewYork
January 15, 2023
TransLink's new technology pilot to help customers with sight loss better navigate transit system
Intelligent Transport
January 10, 2023
Dubai's RTA receives ICXS certificate for Dubai Metro and Tram - Gulf Business
Gulf Business
December 27, 2022
2022 Transit Safety & Security Report
Mass Transit
November 29, 2022
SEPTA Board Approves ZeroEyes Artificial Intelligence Gun Detection Pilot Program
Cision
November 17, 2022
Op-ed | Making New York City Transit ‘Safer, Faster, Cleaner’
By Richard Davey, AMNY
October 30, 2022
Scorecard to track CTA's progress delivering on 'Meeting the Moment' plan
Mass Transit
October 18, 2022
TransLink is looking for new buskers to serenade the system
Translink
October 18, 2022
TransLink enhances transit alerts for customers - elevator, escalator outages
The Indo-Canadian Voice
October 13, 2022
WMATA launches initiatives to increase customer safety across transit network
Intelligent Transport
September 26, 2022
MTA Announces Citywide Open Stroller Pilot Program
Shorefront News
September 22, 2022
Incheon Airport Becomes World's First Level 5 Customer Experience Accredited Airport
Korea Bizwire
September 16, 2022
New Metro GM: It’s your transit system
Washington Post
September 16, 2022
Cleveland RTA Launches Transit Ambassador Program
clevescene.com
September 6, 2022
‘Ask CTA’ program to foster engagement with customers
Mass Transit
August 31, 2022
New Metro GM Spends Rush Hour At Busy Station, Hearing Customers’ Concerns And Questions
DCist
July 26, 2022
Dorval Carter Jr.: This is what the CTA is doing to address its unprecedented challenges
Chicago Tribune
Jul 12, 2022
Metro Transit rolls out online chat service to 'meet customers where they are' - StarTribune.com
Star Tribune
July 10, 2022
New Contract Puts Bay Area Transit Agencies on TrackFor Common System of Maps, Signs ...
PR Newswire
July 8, 2022
L.A. Metro Board Approves New Transit Ambassador Program to Help Improve the Customer Experience
Metro, The Source
June 24, 2022
NYC Customer Experience Improvements
Vision Times
June 21, 2022
MARTA advances capital projects and pre-COVID services with new budget
Intelligent Transport
June 15, 2022
...the budget includes $9 million this fiscal year for the SMART Restroom Program
How to Make Your Customer Experience Better: Be Convenient - CMSWire
CMSWire
Convenience alone can draw customers in the door — and keep them coming back. Are you doing enough to add convenience to your customer experiences?
MBTA to try urine sensors on elevators
CBS News
June 12, 2022
Transit Tech Lab Selected Companies for Innovation Challenge - Government Technology
Government Technology
... and optimize customer experience,” said Natasha Avanessians, vice president for communications at the Partnership for New York City.
June 6, 2022
Metro Board approves $8.8-billion budget for FY 23 that focuses on improving the customer ...
Metro's The Source - LA Metro
May 27, 2022
This budget puts a clear focus on improving the customer experience. ... The effort will: expand our transit ambassador program; ...
TransLink testing different types of seats for future buses
Urbanized - Daily Hive
May 25 2022
LA Metro's 2022 Customer Experience Plan funds over 50 CX Initiatives
Metro.net
May 19, 2022
Metro's proposed FY23 Budget includes over 50 Action Items from Metro's 2022 Customer Experience Plan:
Bus Speed and Reliability Improvements - Metro has set a target to double the pace of developing bus lanes to provide customers with a quicker and more reliable ride.
Better Public Safety - Metro plans to double homelessness outreach on the system and will also soon start deploying Transit Ambassadors on Metro to help riders feel safe.
Cleanliness Improvements - A comprehensive “Cleaning Surge” on buses, trains and stations will be expanding significantly, including more floor scrubbing and pressure washing, and greater weekend coverage.
Mastercard to let consumers make card-free biometric payments in store with their face or palm
NFCW
May 18, 2022
... Brazil, will be the first ... “The new technology ensures a fast and secure checkout experience, ...
Calgary Transit, AARCS offer puppy cuddles to morning commuters
LiveWire Calgary
May 18, 2022
Improving customer experience. Stephen Tauro with Calgary Transit said it's been a long two years of Covid-19. Riders are trickling back, ...
Southwest to invest USD 2 billion to improve customer experience
Aviacionline.com
May 16, 2022
Southwest Airlines will implement improvements in flight booking process, airport transit and onboard service.
TransLink releases new plan to enhance customer experience
Mass Transit
March 29, 2022
A new customer experience action plan was released by TransLink to better serve the changing needs of customers over the next five years. The plan outlines five key priority areas to provide customers with a more exceptional experience on transit. These priority areas include making transit more personalized, easier to use, more reliable, safer and more climate friendly.
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